Industrious Recruitment are seeking a Regional Field Service Manager for a client based in Milton Keynes. My client is a leading provider of diagnostic solutions and laboratory systems. Ideally they are looking for someone who comes from a Pharma or medical engineering background.
This is a field based role, 37.5hrs a week, 5 out of 7 days.
TO MANAGE ALL Field Service Engineers:
* To have performance review meetings with all assigned personnel at least once per month.
* To ensure that any issued communications have been received and understood by Field Service Engineer's.
* To arrange regular group meetings to ensure that Field Service Engineer's are kept informed of performance levels and any changes in the overall company direction at all times.
* To discuss issues relating to training, performance, competence, and update on previous meetings.
TO ASSESS TECHNICAL COMPETENCE AND SKILL LEVELS OF ASSIGNED Field Service Engineers:
* By visiting and working with assigned FSE's
* By discussions with customers and comparing perceived performance with customer expectations.
* By investigation reasons leading to follow on visits.
MAKE RECOMMENDATIONS FOR TRAINING OF FSE'S TO ENSURE THEY ARE CAPABLE OF PERFORMING TO HIGHEST POSSIBLE LEVELS OF COMPETENCE:
* Through clear communication with FSE's, customers, and other department managers.
* Through peer-to-peer comparisons.
* At all times, every effort must be made to ensure budget requirements for training are met.
MAINTENANCE OF GOOD CUSTOMER RELATIONS BY DEALING WITH CUSTOMER COMPLAINTS AND PROVIDING SOLUTIONS AS REQUIRED:
* To ensure that problems are dealt with at the earliest opportunity.
* To ensure that issues can be dealt with by other department operational managers as requested.
PLANNING
* Look ahead and ensure appropriate plans are put in place for future growth in line with company's business plans.
* Ensure appropriate succession planning is implemented.
CONTINUOUS IMPROVEMENT
* Constantly strive for and demonstrate continuous improvement within your team to benefit the department as whole.
TECHNICAL SUPPORT AND REPAIRS
IDENTIFYING AND ANALYSING INSTRUMENT PROBLEMS
REPAIR TO MEET SPECIFICATIONS
PROVIDE TECHNICAL AND PRODUCT SUPPORT TO ALL NECESSARY STAFF MEMBERS AS REQUIRED
ESCALATING ISSUES TO MINIMISE DOWN-TIME
WORK CROSS-FUNCTIONALLY WITHIN THE DIFFERENT DEPARTMENTS:
* Adhere to contractual response times.
* Accurate and timely call recording and logging
* Perform release testing to ensure satisfactory instrument operation.
* Optimise first time fix rate KPIs
* Optimise mean time between failure KPIs
PREVENTATIVE MAINTENANCE INTERVENTIONS (PMI)
* Adhere to periodic PMI schedule.
* Perform PMI's as and when required.
* Adhere to PMI procedures and documentation.
* Accurate and timely electronic call recording and logging
TECHNICAL MODIFICATIONS
* Assist in performing modifications when requested or needed.
* Oversee and/or assist in performing any retrofit with high priority.
* Electronically record and log all modifications accurately and timely
ESSENTIAL REQUIREMENTS
HND or equivalent in electronic and mechanical engineering
Good working knowledge of MS windows, includes Outlook, Word, Excel, and PowerPoint Sound knowledge of hydraulic and pneumatic principles
Exceptional technical fault-finding skills
Ability to read and understand technical diagrams
Customer focused, should strive to exceed customer requirements/expectations
Job flexibility & willingness to travel - support of peers and juniors throughout the UK, Ireland and Northern Ireland may be required.
Trustworthy - delivers to a high standard is reliable and dependable
Self-motivated - strives to achieve over and above role requirements and service standards.
Attention to detail
Personable and able to build strong working relationships with customers to support the delivery of their requirements.
Team player - focussed on team objectives and works to improve overall team effectiveness.
A minimum of 2 years' experience in a Team Leading or Management role